Customer Service Operations Manager

Our client is seeking an experienced Customer Service Operations Manager to lead their customer support functions in Bloemfontein . This critical role focuses on enhancing customer satisfaction, managing support teams, and optimizing service delivery processes. The ideal candidate will have a deep understanding of customer service best practices, strong analytical skills, and a proven ability to build and lead high-performing support teams.

You will be instrumental in shaping the customer experience and ensuring efficient resolution of customer inquiries.

• Oversee the day-to-day operations of the customer service department, ensuring timely and effective support.
• Develop and implement strategies to improve customer satisfaction and loyalty metrics.
• Manage, train, and mentor customer service representatives and team leaders.
• Analyze customer feedback and operational data to identify trends and areas for improvement.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Collaborate with other departments to resolve complex customer issues and improve overall service delivery.

• Bachelor's degree in Business Administration, Communications, or a related field.
• 5+ years of experience in customer service management , with a focus on operations.
• Proven ability to lead and motivate customer support teams.
• Strong understanding of customer service principles, metrics, and technologies (CRM, ticketing systems).
• Excellent problem-solving, communication, and interpersonal skills.
• Experience with performance management and quality assurance in a customer service environment.

• Competitive salary with performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Opportunities for professional development and leadership training.
• A flexible hybrid work environment.
• A supportive and customer-centric company culture.
• Generous annual leave entitlement.